Contact Information
Users can contact HotSchedules and Fourth Customer Support in the following ways:
Channel | Contact Details | Hours of Business |
Self-Serve | Customer Success Portal
|
24/7 |
HR & Payroll | (US) Payroll: payrollusa@fourth.com (US) HR hr_ondemand@fourth.com Toll Free: (877) 315-0004 Direct: (813) 643-4000 |
08:00 am — 06:00 pm EST |
Support Phone Line | US/CAN: (877) 720-8578 UK: +44 (0) 8081349883 AUS: +61 1800983162 UAE: +97 1800035770167 |
HotSchedules: 8:00 am — 8:00 pm EST (Mon-Fri), 8:30 am — 6:30 pm EST (Sat, Sun) PeopleMatter: Fuego: UK Support: *Leave a Message 24/7 |
All of our platforms can be monitored for P1 Incidents via the Fourth Status Page
Support Targets or Services Level Objectives (SLOs) are based upon the priority of each inquiry or issue and can range from something that affects business operations, which is fixed swiftly, to a browser specific UI issue that does not limit functionality. Our Support Targets are the same for all customers, unless otherwise stated in your contract. We staff our operations with the objective of meeting the following target response and resolution times:
Target | Description | Response Time | Resolution |
Critical (P1) |
|
30 mins | 3 hrs |
High (P2) |
|
3 hrs | 12 hrs |
Medium (P3) |
|
8 business hrs | Up to 6 weeks
(varies by Product, complexity and type of resolution needed) |
Low (P4) |
|
48 business hrs | Up to 12 weeks
(varies by Product, complexity and type of resolution needed) |
Exceptions of Note | |||
|
“Availability” or “Available” means you can log in and access the services.
3.1 Scheduled Maintenance
There will be regular maintenance scheduled for all products. During these times the service may be unavailable. Customers will be advised not less than 2 weeks in advance of any scheduled maintenance.
3.2. Unplanned or Emergency Maintenance
Unplanned or Emergency Maintenance are periods where the System access is not available as a result of the need to address a critical or emergency issue. Where possible, we will notify our Customers prior to any Unplanned or Emergency Maintenance that falls outside any Scheduled Maintenance windows. Notifications will be delivered via the Fourth Status Page. Any maintenance is considered “Unplanned” or “Emergency” if our Customers have not been provided at least 2 weeks’ notice of the maintenance.
We have a data/storage management security program; please review our legal page and terms of service for details. Click here for Legal Documents and Terms of Service.
The purpose of this policy is to ensure the best possible user experience of our mobile applications by enforcing the use of the current and supported version. Our mobile applications are updated in line with planned and regular releases. These updates may include minor bug fixes, improvements, and major feature enhancements. Any user experiencing technical issues on an older version of the application will be asked to upgrade to the current version.
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